Service and Installation Dispatch Coordinator

Doug Anderson Plumbing And Heating; Billerica (MA); On-site; USD 56,000 - 60,000; Full time

Benefits offered by this job

Health insurance

401(k)

Company lunch on Fridays

Job summary

Doug Anderson Plumbing and Heating is seeking an experienced Service and Installation Dispatch Coordinator to manage daily office and dispatch flow for the Service and Installation departments. You will be the primary office contact for customers and field technicians, handling calls, gathering job details, scheduling, and creating technician notes.

The role requires clear communication, strong organization, and the ability to ensure customers and technicians are informed and tasks completed.

Qualifications

• Experience with plumbing/HVAC/home-service companies.
• Solid ServiceTitan experience.
• Ability to gather accurate information and turn it into useful job notes.
• Strong telephone and customer-service skills.

Responsibilities

• Answer incoming Service and Installation customer calls.
• Ask the right discovery questions to understand the customer's needs.
• Turn inquiries into booked Service or Installation appointments.
• Create clear booking summaries and useful technician notes.
• Book appointments and maintain accurate customer and job information in Service Titan.
• Follow up on customer leads using established procedures.
• Schedule and dispatch Service and Installation technicians based on availability and urgency.
• Confirm technician assignments with management and learn each technician's abilities.
• Manage the daily dispatch board and appointment changes.
• Move or reschedule appointments while keeping stakeholders informed.
• Communicate job details and updates to technicians and management.
• Provide office support with invoicing, estimates, and job documentation as needed.
• Complete next-day appointment confirmations.
• Follow up with customers and respond to reviews.

Skills

Service Titan

Booking calls

Dispatching techs

Customer service

Organization

Job description

Service and Installation Dispatch Coordinator

Doug Anderson Plumbing and Heating

SCHEDULE: Monday-Friday, 7:30 AM-4:30 PM, one-hour unpaid lunch

PAY: $27-$29 per hour, based on experience

Position Overview

Doug Anderson Plumbing and Heating is looking for an experienced Service and Installation Dispatch Coordinator to manage the daily office and dispatching flow for our Service and Installation departments.

This position will be a primary office contact for customers and field technicians. Responsibilities include answering and booking customer calls, gathering accurate job information, scheduling and dispatching technicians, creating and following up on customer leads, and completing recurring administrative work.

This is more than answering phones. We need someone who understands home-service operations, communicates clearly, stays organized, and makes sure customers, technicians, and important office tasks are properly followed through.

Responsibilities

• Answer incoming Service and Installation customer calls.
• Ask the right discovery questions to understand the customer's needs.
• Turn appropriate customer inquiries into booked Service or Installation appointments.
• Create clear booking summaries and useful technician notes.
• Book appointments and maintain accurate customer and job information in Service Titan.
• Create, track, and follow up on customer leads using the company's established procedures.
• Schedule and dispatch Service and Installation technicians based on availability, location, job requirements, customer needs, and urgency.
• Confirm technician assignments with management while learning each technician's abilities.
• Manage the daily dispatch board, appointment changes, emergency calls, technician availability, and
• Move or reschedule appointments when needed while keeping customers and technicians informed.
• Communicate job details, schedule updates, and customer concerns to technicians and management.
• Provide office support to Service and Installation technicians with invoicing, estimate preparation, job documentation, and related follow-up as needed.
• Complete next-day appointment confirmation calls.
• Follow up with customers and respond to customer reviews.
• Complete equipment, product, and warranty registrations.
• Help coordinate employee training, employee recognition, company events, and other recurring office responsibilities.
• Handle routine customer concerns and bring complaints or larger issues to management
• Follow up on unfinished tasks and make sure important details do not fall through the cracks.

What We Offer

• Health and dental insurance.
• 401(k) retirement plan with a 4% company match.
• Company-provided lunch on Fridays.
• Consistent Monday-Friday daytime schedule.
• Stable, full-time position with an established local company.
• Hands-on support while learning our technicians, customers, and procedures.
• Opportunity to take on additional responsibility as the company continues to grow.

Qualifications

• Previous office experience with a plumbing, HVAC, electrical, or other home-service company.
• Strong Service Titan experience.
• Experience booking customer calls and scheduling and dispatching field technicians.
• Ability to gather accurate information and turn it into useful job notes.
• Strong telephone and customer-service skills.
• Good judgment when prioritizing schedule changes, customer needs, emergency calls, and technician requests.
• Strong organization, attention to detail, and follow-through.
• Comfortable communicating with customers, technicians, field managers, and office leadership.
• Able to manage customer follow-up, scheduling, dispatching, and recurring administrative work without losing track of unfinished items.
• Dependable, professional, and willing to take responsibility for the position.

About Doug Anderson Plumbing and Heating

Doug Anderson Plumbing and Heating is an established local company continuing to grow and expand its operations. We value dependable employees, clear communication, quality work, and taking care of our customers.

Our procedures continue to improve as the company grows. This position will have support from management and the existing office team while becoming familiar with our technicians, customers, and daily operations.